What is DART Automated Phone Access (APA)?

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1 Consumer Tutorial

2 What is DART Automated Phone Access (APA)? An easy to use automated phone system that only supports callers using a telephone touch tone key pad. System does not have voice capability. A shared telephone application for paratransit customers available 24x7 anytime and anywhere.

3 Call to Access the System 24/7: DART (3278) and press option and while on hold waiting for a live Reservationist and press option 1.

4 The DART APA Advantage Increased Availability DART APA offers extended hours for booking paratransit trips. Accessibility Access DART APA from any Touch-Tone telephone. No waiting Lets callers book and cancel trips without having to wait for the next available Reservationist.

5 APA System Acknowledgment DART recognizes that various disabilities may prevent some of our customers from utilizing the automated system. Reservations is still available to assist all customers who are unable to utilize the system during our hours of operation.

6 DART APA Features Overview Trip Confirmation All trips, by date, booking id. Trip Cancellation Single trip. By date or date range. Trip Booking Casual / one time bookings. Client registered locations. Recent / frequent locations. Notification Calls Calls scheduled paratransit customers with trip modifications. Outbound calls to customers during emergencies: i.e. Potential Snow Emergencies.

7 Secure Login What do you need to access the system? Client Identification # Client ID can be found on your paratransit ID card or determination letter you received when approved for the paratransit service. Pin Number Pin number for all DART customers is the last 4 digits of the clients home phone number. If you can t access the system or need login information call Reservations at for assistance.

8 DART APA System Main Menu Automated System Option Option Number Trip Confirmation 1 Trip Cancellation 2 Trip Booking 3 Client Information 4 Change Password 5 General Announcements 6 Operator 0

9 Phase 1- Automated Trip Booking During Phase 1 customers utilizing the trip booking feature of DART s automated system must book trips to TRAVEL during the times below. Customers who want to request rides outside the APA core hours must contact Reservations. Core Hours- Trip Booking Earliest Latest Monday- Friday 6:00 AM 9:00 PM** Saturday 6:00 AM 4:00 PM ** New Castle County South customers latest pickup 7:00 PM. New Castle South trips are all trips in New Castle County South of the Chesapeake & Delaware Canal including Delaware City.

10 Automated Trip Booking Frequent Locations APA will review your most frequent trips in the last 90 days and automatically read you with the top 10 locations to choose. Client Registered Locations Each customer has the ability to add the following locations to their files by calling Reservations. Alternative Address Work Address Client Registered Locations are just address headers and can be customized to wherever you request: I.e. Work Address can be your school or hair salon I.e. Alternative Address can be your Dialysis center if you choose.

11 Automated System Features Trip Confirmation All / Specific Trips Two Day Advance Reminder Calls DART will focus reminder calls on customers who have a pattern or practice of cancellations and no shows.

12 APA Features cont d Trip Cancellations Cancel Individual Trip for a Day, a Week, etc Cancellations can be made 24/7 up to 90 minutes before a requested trip. Notification Calls Instead of a Reservationist the APA system will notify customers regarding any changes to their trips. APA recognizes voic / answering machines and will leave a notification message. Call reservations during their hours of service if you have any questions about a automated notification call.

13 Use Automated System Today Now that you have your access information give the automated system a call at Just follow the prompts for each selected menu option i.e. trip booking, cancellations, trip confirmations and the system will guide you through the process step by step.

14 DART APA System Main Menu Automated System Option Option Number Trip Confirmation 1 Trip Cancellation 2 Trip Booking 3 Client Information 4 Change Password 5 General Announcements 6 Operator 0

15 Need assistance just press 0 at anytime in the automated system to be transferred to reservations. Reservations Call Center Hours Monday -Friday Saturday Sunday 5:00 am 11:00 pm (or until last customer is picked up) 5:00 am 9:00 pm (or until last customer is picked up) 8:30 am - 6:00 pm (or until last customer is picked up) Reservationists are available to offer APA assistance during our hours of operations, but after 4:30pm Reservationists are unable to book trips.

16 The End Call Now!!!!